RMA Coordinator

Job Description

Job Description

We are hiring now for an RMA Coordinator in Melbourne, FL! 

SMTC Corporation was founded in 1985. SMTC is a mid-size provider of end-to-end electronics manufacturing services (EMS) including PCBA production, systems integration and comprehensive testing services, enclosure fabrication, as well as product design, sustaining engineering and supply chain management services. SMTC has facilities in the United States, Mexico, China and Canada. Services extend over the entire electronic product life cycle from the development and introduction of new products through to the growth, maturity and end-of-life phases.

Benefits Highlights:

*401K with company match

*PTO, Paid Holidays 

*Tuition Reimbursement

*Medical HRA Plan

*Short term/Long term Disability Insurance, etc.

Summary:

The RMA Coordinator is responsible for administering and coordinating the Return Material Authorization (RMA) process for customer-returned product, repairs, upgrades, warranty claims, and field-returned materials. This role serves as the primary coordinator between customers, Program Management, production planning, Engineering, Quality, Manufacturing, and Supply Chain to ensure returned materials are processed accurately, investigated efficiently, and resolved in accordance with customer expectations and company requirements.

The RMA Coordinator plays a critical role in supporting customer satisfaction, product quality improvement, failure analysis activities, and operational effectiveness through effective management of returned product processes and associated data.

Essential Functions:

• Administer and coordinate the Return Material Authorization (RMA) process for customer return, repairs, upgrades, warranty claims, and returned product investigations.
• Receive, review, process, and track incoming and outgoing RMA materials to ensure timely disposition and resolution.
• Maintain RMA databases, tracking systems, and associated records to ensure accuracy, traceability, and timely reporting.
• Coordinate cross-functional activities involving Engineering, Quality, Manufacturing, Program Management, Production Planning, Supply Chain, and customer representatives to support RMA processing and closure.
• Monitor open RMA activity and communicate status updates, aging reports, and resolution timelines to stakeholders.
• Facilitate routing of returned materials for inspection, failure analysis, repair, rework, upgrade, or disposition activities.
• Track engineering evaluations, work instructions, corrective actions, and disposition decisions to ensure timely progression of RMA activities.
• Analyze RMA data, return trends, failure modes, and customer return metrics to identify recurring issues and opportunities for improvement.
• Support investigations related to customer returns, field failures, warranty concerns, and product quality issues.
• Assist with implementation and verification of corrective actions associated with recurring return trends and customer concerns.
• Support customer audits, quality reviews, and reporting activities related to returned products and field quality performance.
• Collaborate with cross-functional teams to drive continuous improvement initiatives focused on reducing returns, improving turnaround time, enhancing customer satisfaction, and improving product reliability.

Competencies:

• Return Material Authorization (RMA) Management: Ability to administer and coordinate the Return Material Authorization (RMA) process to ensure timely and accurate resolution of customer returns.
• Customer Return Management: Ability to process, track, and coordinate customer returns, warranty claims, repairs, upgrades, and returned products.
• Failure Analysis Coordination: Ability to coordinate failure analysis activities, track failure trends, and support product quality improvements.
• Quality Data Analysis: Ability to collect, analyze, and report RMA data, return trends, customer metrics, and operational performance.
• Quality Management Systems (QMS): Working knowledge of quality system requirements, manufacturing processes, and regulatory compliance applicable to returned products.